Effective immediately we will be resuming a batch calling process for those holds generated at check in. This is in response to customer request as a number of customers have expressed their dissatisfaction with the current process and receiving multiple calls throughout the day. Following is the revised procedure for holds notification:
As items are checked in and the system prompts that that an item is on hold for a customer, press the enter key to generate a hold slip. Check the hold slip for notification type and proceed as follows:
Email or TXT notification — place these directly on the holds shelf, alphabetized by customer’s last name.
Phone or Mailing notification — place these on the bottom shelf of the black holds truck behind the front desk. Phone calls notifying customers about these holds will be made twice per day: 1) in the morning as part of the opening process or 2) at 4:00 pm by the staff member assigned to the Circulation desk.
If you are the staff person responsible for phoning a customer about available holds, please use the following script:
“This is (your name) with the Johnston Public Library and I am calling for (customer’s name). Item(s) placed on hold are now available at the Johnston Library. We will hold your item(s) through (date printed on slip), you will need your library card to check out these hold items. If you have questions, please call the library at 515-278-5233. Thank you.”
Make a note on the printed hold slip above the customer’s name. Include date of call, your initials and whether you left a message or spoke with the customer.
Place the item(s) on hold shelf, alphabetized by customer’s last name.
Items on hold for library staff — please follow the same process for items that are personal holds for library staff. Library use holds (Mending, Storytime, Technical Services, etc.) should be checked out to the appropriate account and placed on the designated shelf in the Workroom. PLEASE do NOT place any hold on a staff member’s desk that is not correctly checked out — we are spending an increasing amount of staff time tracking down items missing from the holds shelf that have just been handed to a staff member or placed on a desk.
Please see Maurine if you have questions.